Patient Satisfaction in Malaysia’s Busiest Outpatient Medical Care
This study aimed to explore factors associated with patient satisfaction of outpatient medical care in Malaysia. A cross-sectional exit survey was conducted among 340 outpatients aged between 13 and 80 years after successful clinical consultations and treatment acquirements using convenience samplin...
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| Format: | Article |
| Language: | English |
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Wiley
2015-01-01
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| Series: | The Scientific World Journal |
| Online Access: | http://dx.doi.org/10.1155/2015/714754 |
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| author | Kurubaran Ganasegeran Wilson Perianayagam Rizal Abdul Manaf Saad Ahmed Ali Jadoo Sami Abdo Radman Al-Dubai |
| author_facet | Kurubaran Ganasegeran Wilson Perianayagam Rizal Abdul Manaf Saad Ahmed Ali Jadoo Sami Abdo Radman Al-Dubai |
| author_sort | Kurubaran Ganasegeran |
| collection | DOAJ |
| description | This study aimed to explore factors associated with patient satisfaction of outpatient medical care in Malaysia. A cross-sectional exit survey was conducted among 340 outpatients aged between 13 and 80 years after successful clinical consultations and treatment acquirements using convenience sampling at the outpatient medical care of Tengku Ampuan Rahimah Hospital (HTAR), Malaysia, being the country’s busiest medical outpatient facility. A survey that consisted of sociodemography, socioeconomic, and health characteristics and the validated Short-Form Patient Satisfaction Questionnaire (PSQ-18) scale were used. Patient satisfaction was the highest in terms of service factors or tangible priorities, particularly “technical quality” and “accessibility and convenience,” but satisfaction was low in terms of service orientation of doctors, particularly the “time spent with doctor,” “interpersonal manners,” and “communication” during consultations. Gender, income level, and purpose of visit to the clinic were important correlates of patient satisfaction. Effort to improve service orientation among doctors through periodical professional development programs at hospital and national level is essential to boost the country’s health service satisfaction. |
| format | Article |
| id | doaj-art-577a5daaf0944327b9fee3bdfda86dc3 |
| institution | Kabale University |
| issn | 2356-6140 1537-744X |
| language | English |
| publishDate | 2015-01-01 |
| publisher | Wiley |
| record_format | Article |
| series | The Scientific World Journal |
| spelling | doaj-art-577a5daaf0944327b9fee3bdfda86dc32025-08-20T03:33:35ZengWileyThe Scientific World Journal2356-61401537-744X2015-01-01201510.1155/2015/714754714754Patient Satisfaction in Malaysia’s Busiest Outpatient Medical CareKurubaran Ganasegeran0Wilson Perianayagam1Rizal Abdul Manaf2Saad Ahmed Ali Jadoo3Sami Abdo Radman Al-Dubai4Medical Department, Tengku Ampuan Rahimah Hospital (HTAR), Jalan Langat, 41200 Klang, Selangor, MalaysiaMedical Department, Tengku Ampuan Rahimah Hospital (HTAR), Jalan Langat, 41200 Klang, Selangor, MalaysiaDepartment of Community Health, UKM Medical Centre, Jalan Yaacob Latif, Cheras, 56000 Kuala Lumpur, MalaysiaInternational Institute for Global Health, United Nations University, Jalan Yaacob Latif, Cheras, 56000 Kuala Lumpur, MalaysiaDepartment of Community Medicine, International Medical University, Jalan Jalil Perkasa, Bukit Jalil, 57000 Kuala Lumpur, MalaysiaThis study aimed to explore factors associated with patient satisfaction of outpatient medical care in Malaysia. A cross-sectional exit survey was conducted among 340 outpatients aged between 13 and 80 years after successful clinical consultations and treatment acquirements using convenience sampling at the outpatient medical care of Tengku Ampuan Rahimah Hospital (HTAR), Malaysia, being the country’s busiest medical outpatient facility. A survey that consisted of sociodemography, socioeconomic, and health characteristics and the validated Short-Form Patient Satisfaction Questionnaire (PSQ-18) scale were used. Patient satisfaction was the highest in terms of service factors or tangible priorities, particularly “technical quality” and “accessibility and convenience,” but satisfaction was low in terms of service orientation of doctors, particularly the “time spent with doctor,” “interpersonal manners,” and “communication” during consultations. Gender, income level, and purpose of visit to the clinic were important correlates of patient satisfaction. Effort to improve service orientation among doctors through periodical professional development programs at hospital and national level is essential to boost the country’s health service satisfaction.http://dx.doi.org/10.1155/2015/714754 |
| spellingShingle | Kurubaran Ganasegeran Wilson Perianayagam Rizal Abdul Manaf Saad Ahmed Ali Jadoo Sami Abdo Radman Al-Dubai Patient Satisfaction in Malaysia’s Busiest Outpatient Medical Care The Scientific World Journal |
| title | Patient Satisfaction in Malaysia’s Busiest Outpatient Medical Care |
| title_full | Patient Satisfaction in Malaysia’s Busiest Outpatient Medical Care |
| title_fullStr | Patient Satisfaction in Malaysia’s Busiest Outpatient Medical Care |
| title_full_unstemmed | Patient Satisfaction in Malaysia’s Busiest Outpatient Medical Care |
| title_short | Patient Satisfaction in Malaysia’s Busiest Outpatient Medical Care |
| title_sort | patient satisfaction in malaysia s busiest outpatient medical care |
| url | http://dx.doi.org/10.1155/2015/714754 |
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